IT Support Specialist II

HEARTLAND-BUSINESS-SYSTEMS-LLC; Little Chute (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Heartland Business Systems LLC is seeking an IT Support Specialist to provide day-to-day hands-on support for end-user devices and software. The role includes on-site work at client locations, ticket handling, and on-call rotation to ensure business continuity.

Strong customer service and Windows OS expertise are essential. The candidate will troubleshoot hardware, software, printers, and mobile devices, maintain inventory records, and communicate effectively with internal customers.

Qualifications

• 1-3 years experience troubleshooting Windows PC’s
• In depth knowledge of Windows desktop operating systems
• Strong customer service and communication skills
• Willingness to participate in on-call rotation

Responsibilities

• Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment
• Ticketing system entry and ticket maintenance/documentation; update Inventory records
• Track, route, and redirect problems to correct resources
• Identify PC hardware warranty repair and resolve as required
• Provide timely updates to end users
• Maintain currency of knowledge regarding technology and standards
• Participate in the on-call support rotation

Skills

Windows troubleshooting

Windows desktop OS

Customer service

On-call rotation

Documentation

Education

High School Diploma

Tools

ConnectWise Manage

ConnectWise Automate

VMware vSphere

Veem Backup

Cisco

HP

Palo Alto

Job description

Description

Position Summary:

The IT Support Specialist Il provides superior day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.

Roles and Responsibilities/ Essential Functions:

• Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining Inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.
• Maintains currency of knowledge with respect to technology, equipment, industry trends, regulations, standards and/or systems.
• Participate in the on-call support rotation.

Requirements

Competencies:

• Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form.
• Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
• Adaptability: The extent to which an individual can fit into a changing working environment.
• Initiative: The ability of the individual to act and take steps to solve or settle an issue.
• Motivation: The ability of the individual to inspire and encourage others to reach a goal.
• Autonomy: The ability of the individual to complete assigned tasks with little oversight.
• Relationship Building: The ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers.

Required Experience:

• 1-3 years experience troubleshooting windows PC’s
• In depth knowledge of Window desktop operating systems

Preferred Experience:

• 1-3 years’ experience working in a customer facing IT service role. Basic Knowledge of Microsoft Windows Desktop Operating System.
• Basic Knowledge of Microsoft Windows Desktop Operating Systems and roles.
• Basic Knowledge of Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android)

Required Skills, Education and/ or Certifications:

• High School Diploma

Preferred Skills, Education and/ or Certifications:

• Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veem Backup.
• One or more of the following certifications: A+, Network +, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator or similar certifications
• CompTIA A+ or similar certifications

Equal Opportunity Employer - Including Disabled and Veterans